At Locus, one of our primary focuses is on providing excellent customer support for our Locus Platform, EIM, and Mobile software products. Since opening our doors in the late 90s, we have been acknowledged consistently for our high caliber of service. Locus does not rest on our laurels; our client-centric culture drives us to continuously improve our support practices and our clients’ experience.  

In December of 2023, Locus replaced our original ticketing product with Zoho Desk, which is a top rated and one of the most powerful customer service platforms available.  Zoho has allowed for seamless team collaboration, as well as remote troubleshooting, case tracking, and screensharing. Zoho has an extensive list of certifications, which was one of the many reasons that Locus decided to partner with them. We appreciate a partner that places as much importance on ISO practices and SOC accreditation as we do. 

Locus selected Zoho Desk because of its ability to help provide faster issue resolution, boost overall customer retention and satisfaction, and provide analytics which have enabled us to make recommended customer data-driven improvements. Locus has always excelled at creating custom workflows, tasks for tracking and triggers, and help documentation, but the integration with Zoho has allowed for streamlining within the customer support, sales, and customer success teams to identify possible software updates and enhancements which will further improve the customer interface and usability of our software platforms.  

Locus’ transition to ZohoDesk has also enabled us to provide personalized online customer portals for our users. Every customer user can create a self-service portal account which displays their open and closed tickets, their Locus support team member, and other key information tied to their ticket.  In addition, users can access an extensive repository of Knowledge Based (KB) articles. These articles and some of the other resources available to customers will be discussed in the Customer Experience and Support blog in February.  

As a company, Locus embraces continual improvement and innovation, as does Zoho. One of the features we are looking at implementing next is live chat, along with possible chatbots. This type of proactive customer engagement drives context-aware support and seamless team collaboration. Please feel free to reach out to your Customer Support Team by emailing us at support@locustec.com. We always look forward to your feedback! 

Locus is the only self-funded water, air, soil, biological, energy, and waste EHS software company that is still owned and managed by its founder. The brightest minds in environmental science, embodied carbon, CO2 emissions, refrigerants, and PFAS hang their hats at Locus, and they’ve helped us to become a market leader in EHS software. Every client-facing employee at Locus has an advanced degree in science or professional EHS experience, and they incubate new ideas every day – such as how machine learning, AI, blockchain, and the Internet of Things will up the ante for EHS software, ESG, and sustainability.

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